Job DescriptionPosition Summary:The Manager, Customer Service & Quality Assurance leads the Customer Care team and oversees service quality, operational performance, and escalation resolution for internal and third-party customer support operations. This role is responsible for coaching and developing team members, monitoring contact center performance, managing quality assurance, and partnering with call center leadership to support consistent service delivery. The Manager ensures customer care work is performed in a timely, consistent, and customer-focused manner through clear expectations, actionable reporting, documented procedures, and continuous process improvement.
Key Responsibilities:- Lead, coach, and develop the Customer Care Coordinator team to achieve established performance, quality, and service standards.
- Establish performance expectations, conduct regular one-on-one meetings and performance reviews, and address performance gaps through timely coaching and improvement plans.
- Oversee quality assurance and performance monitoring for the internal Customer Care team and third-party call center partner, including calibration and scoring consistency.
- Investigate escalated customer issues, determine root causes, coordinate resolution, and ensure appropriate follow-up with internal and external partners.
- Monitor queue health, service levels, volume, quality, and other key performance indicators; identify trends and take action to address operational issues.
- Analyze contact center reporting and provide the Director with clear, actionable updates on performance, risks, and improvement opportunities.
- Partner with the third-party call center leadership team to communicate expectations, provide performance feedback, and support consistent service delivery.
- Develop, document, and maintain standard operating procedures and training materials that support onboarding, operational consistency, and performance expectations.
- Other duties as assigned.
Minimum Qualifications:- A bachelor's degree in business, communications, operations, or a related field, or an equivalent combination of education and relevant experience, is required.
- At least 5 years of experience in customer service or contact center operations, including team leadership or people management responsibility, is required.
- Experience coaching frontline customer service team members and managing performance against established service and quality standards is required.
- Experience using contact center reporting and operational metrics to monitor performance and support decisions is required.
Preferred Qualifications:- Experience using Five9 or a comparable contact center platform is preferred.
- Experience managing or partnering with a third-party business process outsourcing provider is preferred.
- Experience developing standard operating procedures, training materials, or operational playbooks is preferred.
Knowledge, Skills and Abilities:- Excellent customer service skills with both internal and external customers.
- Capable of working with frequent interruptions and changing priorities.
- Effective communication skills, written, verbal and interpersonal.
- Proficient time management, organizational skills and ability to meet established deadlines.
- Strong people leadership and team development skills.
- Working knowledge of contact center operations, service-level management, quality assurance, and escalation processes.
- Ability to interpret operational reports and contact center metrics to identify trends and recommend actions.
- Ability to set clear expectations and deliver constructive performance feedback.
- Ability to manage vendor partnerships and support accountability for service outcomes.
- Ability to create and maintain procedures, training materials, and operational playbooks.
- Sound judgment and project management capability.
Compensation and Benefits:- Compensation based on position, education and experience. Bi-weekly paid.
- $95-105,000 base salary.
- This position is also eligible for our Support Central bonus program which is based on annual achievement of company performance.
- Health and Wellness Benefits
- Employees are eligible for a variety of health and welfare benefits based on their Full-time or Part-time status on their date of hire, which include medical, dental, vision, healthcare & dependent care flexible spending accounts (FSAs), life insurance, disability, accident, critical illness, hospital indemnity, pre-paid legal, pet insurance and identity theft protection.
- Employees are eligible to participate in our 401(k) retirement plan after 30 days of employment. Participating employees are also eligible to receive a company provided match on their elective deferrals once they reach 1 year of employment with the company.
- Employee perks/discounts
- Education assistance including tuition reimbursement
- Childcare discount available to all employees
- Corporate partner Discounts
- This position is eligible for paid time off. All Corporate employees are enrolled in our Flexible Paid Time Off (PTO) plan. This plan allows for flexibility and discretion between employees and managers in taking time off - with no set accrual for vacation or sick time. Employees can use Flexible PTO for any reason and is compliant with the Colorado Healthy Families Work Act.
- Applications accepted through 9/30/26.
